Terms and Conditions for Honor Oak Carpet Cleaners

These Terms and Conditions set out the basis on which Honor Oak Carpet Cleaners provides domestic and commercial carpet cleaning services, together with related upholstery, rug, and fabric care where agreed in writing. By making a booking, the customer confirms that they have read, understood, and accepted these terms. If any part of these terms is unclear, the customer should raise it before the service begins. These terms are designed to be fair, transparent, and consistent with applicable UK law.

1. Booking process
All bookings are subject to availability and acceptance. A booking may be made by telephone, email, online enquiry, or any other method offered from time to time. The customer must provide accurate information about the premises, including access arrangements, the type of flooring or upholstery to be cleaned, approximate sizes, and any known stains, damage, or special requirements. The service provider may rely on the details supplied by the customer when preparing a quotation or confirming the job. If the information later proves incomplete or incorrect, the price, time required, or suitability of the service may need to be adjusted.

A booking is only confirmed once the customer has received acceptance from Honor Oak carpet cleaners, either in writing or verbally, and any required deposit or pre-authorisation has been paid where requested. The service provider reserves the right to decline a booking if the requested work is unsafe, impractical, outside the scope of the business, or likely to exceed reasonable time limits. Customers should ensure that the work area is reasonably clear, that water and electricity are available unless otherwise agreed, and that pets, children, and other occupants are kept away from the working area for safety.

2. Pricing and quotations
Quotations are generally based on the information provided by the customer and are usually valid for a limited period stated at the time of issue. Unless expressly agreed otherwise, quotations are estimates only and may be revised if the actual condition of the property, size of the area, level of soiling, or access conditions differ from what was described when the booking was made. Additional charges may apply where extra items are added on the day, where pre-treatment is required, where stain removal is unusually time-consuming, or where parking and access restrictions create extra cost or delay.

Any price shown before the visit may not include unforeseen work that is only apparent after inspection. If a material change is needed, the customer will be informed before the work continues whenever reasonably practicable. If the customer chooses not to proceed with a revised scope or price, the service provider may cancel the outstanding element of the booking and charge only for work already completed or for any agreed call-out fee. All prices, where applicable, are stated in pounds sterling and may be subject to VAT if required by law.

3. Payments
Payment is due immediately upon completion of the service unless a different arrangement has been agreed in advance and confirmed in writing. Honor Oak Carpet Cleaners may accept card payments, bank transfer, cash, or other methods made available from time to time. If a deposit has been requested, it may be non-refundable except where cancellation is made by the business or where the law requires a refund. The customer is responsible for ensuring that payment methods are valid and that sufficient funds are available.

Where payment is not received on the due date, the business may charge interest on overdue sums at the statutory rate applicable under the Late Payment of Commercial Debts legislation, where relevant, or otherwise at the applicable judgment rate permitted by law. The customer will also be liable for reasonable costs incurred in recovering unpaid sums, including administrative expenses and any lawful debt recovery charges. The business may withhold reports, invoices marked as paid, or any optional aftercare documentation until payment is settled in full. Part-payments will only be accepted if agreed in advance.

4. Customer responsibilities
The customer must disclose any known risks before the appointment, including fragile fabrics, hidden damage, pre-existing marks, recent spills, dampness, underfloor heating, or previous cleaning treatments. Certain materials may react unpredictably to cleaning solutions, and while professional care is taken, no guarantee can be given against colour transfer, shrinkage, pile distortion, or pre-existing weak fibres. The customer should remove small valuables, loose items, and breakables before the appointment. The business accepts no responsibility for items left in the working area unless loss or damage is caused by proven negligence.

The customer must ensure legal authority to request the work on the premises and, where relevant, the consent of landlords, managing agents, freeholders, tenants, or other occupiers. If the cleaner is denied access after arriving at the property, or if access is materially delayed, the business may charge a call-out fee or waiting-time charge. If the service cannot safely proceed because the area is not prepared, the appointment may be rescheduled at the customer’s cost.

5. Cancellations, postponements, and missed appointments
Cancellations or rescheduling requests should be made as early as possible. Unless a shorter notice period has been agreed in writing, the customer should give at least 24 hours’ notice to avoid cancellation charges. If the booking is cancelled late, the business may retain any deposit and/or charge a reasonable cancellation fee to reflect reserved labour, travel, and lost opportunity. If cancellation occurs after attendance has begun, the customer may be charged for time on site, materials used, and any special equipment deployed.

If Honor Oak Carpet Cleaners needs to cancel or postpone due to illness, safety concerns, weather, vehicle failure, staff shortage, or circumstances beyond reasonable control, the business will offer a new appointment where possible or refund any prepaid amount for the cancelled element. The business is not liable for indirect losses arising from a changed appointment time. In the event of a missed appointment by either party, the matter will be handled fairly and in good faith, with reasonable efforts to rearrange the service promptly.

6. Liability and limitations
The business will carry out services with reasonable care and skill in accordance with the Consumer Rights Act 2015 and other applicable UK law. However, carpet cleaning and related fabric care involve inherent risks, and results can vary depending on the age, condition, construction, fibre content, staining, and previous treatment of the item or surface. No promise is made that every stain can be removed or that the original appearance can always be restored.

To the fullest extent permitted by law, Honor Oak Carpet Cleaners excludes liability for indirect, special, or consequential losses, including loss of profit, loss of business, or loss of opportunity. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded. Where damage results from proven negligence, the business’s liability will be limited to the reasonable cost of repair, rectification, or replacement, taking into account fair wear and tear and the item’s age and condition.

Customers are encouraged to report any concerns as soon as they are identified and, where possible, before the cleaner leaves the premises. Failure to do so may make it harder to investigate the issue properly. The business may request photographs, proof of purchase, or other reasonable evidence before considering any claim. Claims relating to visible damage should be reported promptly and in any event within a reasonable time after the service date.

7. Waste, materials, and environmental compliance
Any waste generated during the service, including used cloths, packaging, removed debris, and residue captured during the cleaning process, will be handled in line with applicable UK waste regulations and duty of care requirements. Waste will be stored, transported, and disposed of responsibly. The customer remains responsible for the lawful disposal of their own household waste, unwanted belongings, and bulky items unless the business has agreed in writing to remove them as part of the service.

The customer must not ask the business to dispose of hazardous materials, clinical waste, asbestos, chemicals, bodily fluids, sharps, or any other prohibited or regulated substance unless a specific lawful arrangement has been agreed in advance and the business is properly equipped and authorised to do so. If hazardous or controlled waste is discovered unexpectedly, the business may stop work and notify the customer. Any additional handling, segregation, or specialist disposal costs will be charged separately where permitted. The customer is responsible for providing accurate information about any contamination or risks known to them.

8. Health, safety, and property conditions
The business may refuse or suspend work if it believes the conditions are unsafe, if there is a risk of injury, if equipment could be damaged, or if the property contains hazards such as exposed wiring, unstable flooring, excessive mould, or pest infestation. The customer must notify the business of any access codes, alarms, parking restrictions, permit rules, or building management requirements that may affect the visit. The service provider may move furniture only where agreed and only if it can be done safely without undue risk of damage.

Any heavy or fixed item will not be moved unless the customer asks for this in advance and the business accepts the risk. The customer should understand that some staining, odours, or discolouration may be linked to structural issues, leaks, ventilation problems, or prior damage outside the cleaner’s control. In such cases, cleaning can improve appearance but cannot eliminate the underlying cause. The customer is responsible for addressing building defects, moisture problems, or unsafe conditions.

9. Complaints and remedies
If the customer is dissatisfied with the service, they should inform the business as soon as possible so the issue can be assessed. The business may offer a revisit, adjustment, or other reasonable remedy where appropriate and where the complaint is made promptly. No remedy will be offered for issues caused by incomplete information, pre-existing damage, hidden faults, or events outside the business’s control. Any decision on a complaint will be made fairly and with due regard to the facts and evidence available.

Nothing in this clause affects the customer’s statutory rights. If the service is not provided with reasonable care and skill, the customer may be entitled to repeat performance or a price reduction under UK consumer law, depending on the circumstances. Any remedy will be limited to what is reasonable and lawful, and the business will not be required to provide a refund where repeat performance is possible and appropriate.

10. Force majeure
The business will not be liable for delay or failure to perform any obligation where the delay or failure is caused by an event outside its reasonable control, including severe weather, fire, flood, industrial action, transport disruption, utility failure, epidemic, governmental restrictions, or acts of third parties. In such cases, the affected obligations will be suspended for the period of the disruption. The business will make reasonable efforts to resume service as soon as practicable.

11. Changes to terms
Honor Oak Carpet Cleaners may update these Terms and Conditions from time to time to reflect changes in law, business practice, or service arrangements. The version in force at the time of booking will normally apply to that booking unless a change is required by law or agreed with the customer. Customers are encouraged to review the terms before each new appointment, especially where a service scope or payment arrangement has changed.

12. Governing law and jurisdiction
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with these terms, the booking, or the service provided shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless the customer has rights to bring a claim in another jurisdiction under applicable law. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

By proceeding with a booking, the customer confirms that they have authority to agree to these terms on behalf of themselves and, where relevant, any other occupiers or owners of the property. These terms form the entire agreement between the parties in relation to the booked service, subject to any written variation agreed by both sides. No statement made orally shall override these terms unless confirmed in writing.